Operational Leader

3 months ago

Ipswich, United Kingdom Department for Work and Pensions Full time

Job summary

Do you have a passion for public service? Would you like to make a difference to someone�s life? If so, we would like to hear from you. DWP help people lift themselves out of poverty and to stay out of poverty, through work, saving and support. This is a hugely important public service and our challenge is bigger than ever.�

As part of Counter Fraud and Compliance and Debt (CFCD) you will be at the heart of DWP�s front line operations helping to change people�s lives and supporting CFCDs purpose of fighting fraud in the welfare system.�

With varied and exciting roles, you will be involved in reviewing fraud, error and debt within the department. This role is unique and challenging, with the aim of helping drive down the level of fraud and error within the benefit system.�

Job description

CFCD Higher Executive Officer (HEO) Team Leaders support the flexible, effective, personalised delivery of customer service, quality and performance across sites.

HEO Team Leaders inspire colleagues through difficult situations, transform performance and are accountable for the effective utilisation of operational resources, delivering improved value for money and driving out inefficiencies.

Key tasks include:

Directly line manage a team, provide clear, visible and strong leadership and engage with colleagues to drive high performance and quality.Create an inclusive team environment, embracing different individual needs, views and ideas, making it clear to all that bullying, harassment and discrimination is unacceptable.Work with internal and external stakeholders, encourage collaborative working between teams, build relationships and achieve mutually beneficial outcomes.Motivate, develop and encourage teams, undertake regular performance reviews, provide coaching, learning and development and one to ones to develop skills.Identify risks to performance achievement and drive forward continuous improvement.Monitor and improve the quality of the face-to-face/telephony and end-to-end customer experience, ensuring that �one customer, one service, one business� becomes a reality within DWP.Provide relevant information to colleagues regarding changes to policy, legislation and statutory requirements as appropriate, and identify and implement best practice.Ensure all security matters (including information protection) are dealt with promptly and sensitively, in line with DWP policies and procedures.Use networking and influencing to create, maintain and improve service delivery for all customersSupport the identification of priorities and work collaboratively to ensure the delivery of both your own and others� objectives.

Person specification

What we are looking for in our leaders:�

Strong leadership and interpersonal skills.A driven, energetic leader who is able to improve quality and consistency within our customer journey.Strong collaboration and negotiation skills, with experience of influencing and managing effective stakeholder relationships.Excellent communication, presentation and organisational skills.Able to innovate and make sound business decisions at pace, through creative thinking and a flexible, agile outlook and approach.Able to work at pace in an ambiguous and changing business landscape.Able to lead remotely, promote inclusivity and hold a solid understanding of equality and diversity and how it impacts upon service delivery.A high level of emotional intelligence, honesty, integrity and a personal demeanour that inspires confidence and loyalty.Understanding of the political context within which DWP operates, and ability to set the vision for your teams, with an awareness of wider, long-term aims for CFCD.Travel between sites may be required depending on business needs.

Behaviours

We'll assess you against these behaviours during the selection process:

LeadershipDelivering at PaceChanging and ImprovingMaking Effective Decisions

Benefits

Alongside your salary, the Department for Work and Pensions contributes towards you being a member of the Civil Service Defined Benefit Pension scheme. ​

We also have a broad benefits package built around your work-life balance which includes:

Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.Generous annual leave � at least 23�days on entry, increasing up to 30 days over time (pro�rata for part time employees), plus 9 days public and privilege leave.�Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).Family friendly policies including enhanced maternity and shared parental leave pay after 1 year�s continuous service.Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women�s Network, National Race Network, National Disability Network (THRIVE) and many more.

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